About This Role
This role involves supporting the onboarding of mid-market and enterprise accounts for PermitFlow, reporting to the Vice President of Customer Success. The specialist will execute implementation plans, serve as a primary customer contact, and drive early product adoption, partnering with an Implementation Manager on enterprise accounts.
Responsibilities
- Own onboarding end to end for mid-market PermitFlow accounts, from post-sale handoff through successful launch and transition to Customer Success
- Support enterprise implementations by owning specific workstreams (e.g., workspace setup, training delivery, stakeholder coordination) alongside the Implementation Manager
- Serve as the day-to-day point of contact for customers during onboarding, proactively managing communication, expectations, and risk
- Coordinate cross-functionally with Sales, Customer Success, Operations, Solutions Consulting, and Engineering to align priorities and resolve blockers
- Lead training sessions for diverse customer stakeholders, including ops teams, sales reps, and executives, tailored to each group’s needs
- Drive product adoption and early value realization through enablement materials, weekly check-ins, and best-practice guidance
- Track onboarding progress against key milestones and KPIs (e.g., engagement, time-to-value, launch readiness) and flag risks early
- Build working knowledge of permitting workflows, municipality requirements, and common customer edge cases
- Maintain, refine, and document scalable onboarding processes, playbooks, and templates
Requirements
- Demonstrated ability to drive adoption and time-to-value, including leading live trainings, distributing enablement materials, and reinforcing product usage
- 1-3 years of experience in customer onboarding, implementation, customer success, or a related customer-facing role at a B2B SaaS company
- Strong project management and communication skills, evidenced by running clear customer calls, maintaining onboarding trackers, and escalating risks proactively
- Experience managing onboarding projects with multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch
Benefits
- Equity packages
- 100% Paid health, dental & vision coverage
- Company issued laptop
- Home office & equipment stipend
- Lunch & Dinner provides via UberEats with a fully stocked kitchen
- Commuter benefits
- Team building events
- Unlimited PTO
About the Company
PermitFlow supports onboarding across mid-market and enterprise accounts.
